Customer Care Manager

We are looking for a Customer Care Manager to join our team in Erbil city.

Contract: Full-Time, Fixed Term

Working Days/Hours: Nine hours per day, Five days a week

Job Summary:

As a Customer Care Manager, you will be responsible for leading our customer support team and ensure an outstanding customer experience. You will also be responsible for overseeing the development and execution of support strategies, resolving escalated issues, and building a culture of excellence, empathy, and accountability.

Responsibilities:

• Manage and mentor a high-performing customer care team, including team leads and agents.
• Set KPIs, monitor performance, and provide continuous coaching and support.
• Design and implement customer service policies, procedures, and standards to elevate the overall customer journey.
• Resolve complex customer issues, ensuring timely follow-up and resolution.
• Identify inefficiencies in support workflows and implement improvements that enhance team productivity and customer satisfaction.
• Work closely with Operations, Sales, and Marketing teams to share customer insights and drive service excellence.
• Oversee the use of CRM, ticketing, and communication platforms; recommend and implement new tools to improve service delivery.

Requirements:

• Proven previous experience in Customer Service Management roles, especially as a Customer Care Manager.
• Certification in Customer Experience or Service Excellence.
• Willingness to work in shifts, weekends, and holidays as per operational needs.
• Active listener with excellent communication skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Good knowledge of procedures and guidelines for emergency situations.
• Strong leadership and people management skills
• Fluency in Kurdish and Arabic, English language proficiency is a plus.